Refund & Returns Policy
Because of the perishable, handmade nature of our products, all sales are final — but we handle every issue fairly.
Eligibility for Refunds / Exchanges
Refunds are considered only if items arrive damaged, incorrect or materially different, or if delivery fails on the scheduled date due to our fault. Refunds are denied for change of mind, customer address errors, carrier delays, or damage occurring after delivery.
Reporting Issues
Claims must be submitted within 24 hours of delivery with photos, your order number and delivery details. Claims made later are not eligible.
Assessment & Resolution
Our team reviews claims within 2 business days. Possible outcomes include a full refund, store credit, a partial refund or a replacement.
Refund Timing
Approved refunds are processed within 3–10 business days via the original payment method.
Special / Custom Orders
Custom arrangements are excluded from refunds unless they arrive damaged or incorrect.
Cancellation Policy
Orders may be cancelled up to 12 hours before the scheduled delivery time.
Contact
Cataleya.uae@gmail.com · +971 54 396 9669